Customer Service
Resume:
Curriculum Vitae of Tshegofatso Sekgothe
Bramley View
2090
******.**********@*****.***
Personal Details
Date of Birth: 05 June 1992
ID Number: 920**********
Sex: Female
Nationality: South African
Languages: Northern Sotho (Home language)
English (Fluent with regards to speaking, reading and writing)
IsiXhosa (Good with regards to reading and writing)
IsiZulu (Good with regards to reading and writing)
Driver’s License: Code 8
Education
2010 National Senior Certificate (Matriculation)
Sandringham High School – Johannesburg, Gauteng
• English Home Language
• First Additional Language (Afrikaans)
• Life Orientation
• Physical Sciences
• Visual Arts
• Engineering, graphic and design
• Mathematics
2014 -2023 Bachelor of Science in Computer Science
UNISA – Johannesburg, Gauteng (ON-GOING)
• English I
• Calculus
• Programming i
• Information Systems I
• Information Systems II
• Computer Sciences
• IT Skills
2013-2014 NDip Information Technology (Software Development)
Nelson Mandela Metropolitan University – Port Elizabeth, EC (incomplete)
• Information Systems 1a
• Information Systems 1b
• Software Development (Fluent in C# and C++)
• IT Essentials
• End-user Processing
2015-2018 NDip Public Relations Management
Nelson Mandela Metropolitan University – Port Elizabeth, EC
First Year
• Public Relations I
• Communication Science I
• Media Studies
• Social Psychology
• English
• Business Studies
Second Year:
• Public Relations II
• Communication Science II
• Marketing and Advertising
• Law for Public Relations
• Advanced Writing
• Desktop Publishing
• Photography
Work Experience
2020 – 2021 Contact Center Consultant
Discovery Health Medical Scheme
As a Contact Center Consultant, I provide assistance to Discovery Health Medical Scheme members with regards to queries related to medical claims, medical admissions, reinstating memberships and much more. I have completed key competencies required in this position such but not limited to:
Providing the best customer service on the floor
Capture information correctly
Identify customer problems and work to resolve those problems
Resolves claims queries
Being friendly at all times
Being professional and customer-centric as possible.
The position has allowed me to grow as a person and become more efficient in what I do.
2021 – 2023 Contact Center Consultant (Extended Hours)
Discovery Health Medical Scheme
As a Contact Center Consultant in the Extended Hours space, I provide assistance to all Discovery Health Medical Scheme members with regards to queries related to medical claims, medical admissions, reinstating memberships, taking escalations as a Spec and much more. I now also assist members on some In-House plans as well as provide assistance in the Health Partners queue. I have completed key competencies required in this position such but not limited to:
Providing the best customer service on the floor
Capture information correctly
Identify customer problems and work to resolve those problems
Resolve claims queries
Being friendly at all times
Being professional and customer-centric as possible.
The position has allowed me to grow as a person and become even more efficient at what I do. It has also allowed me to understand more of how Medical Aid in itself works and in understanding, I am able to relay that information to members in a manner in which they too understand.
2019 – 2020 Senior Associate: Ops (Technical Assistant)
WNS Global Services
As a call Technical Assistant working in the WNS call center, I provide remote assistance to Telkom customers who call in with regards to issues with their internet or electronic devices. My main function in this position is to provide quality customer services to Telkom customers nationwide. I completed key competencies required in this position such as:
Meeting daily service levels
Providing the best customer service on the floor
Capture information correctly
Identify customer problems and work to resolve those problems
I have learnt a lot about myself in this position, mainly the fact that I truly enjoy helping people. I gain such satisfaction when I can end a call having have left the customer in a better place. I learnt how to handle high pressure environments as well as how to not let what angry customer say affect my level of work. I have also improved on my interpersonal skills making me able to work effortlessly with others and also improved my communication skills, which has come in handy when dealing with customers.
2014-2017 Direct Marketing (Book Promotions)
Rehab Book Store – Port Elizabeth, EC
It was a recurring part-time position. Being part of the Rehab Marketing team was an educational experience in terms of skills improvement. At Rehab, I improved my communication and interpersonal skills as well as learning patience and to be persistent while performing key competencies such as:
Customer service
Demonstrating products
Directing customers
Displaying promotional materials
Identifying target audience
Pitching products
Presentations
2017-2018 Public Relations Intern
Student Counselling and Career Development Center, NMU North Campus
As an intern, I was part of the team that organizes and implements the annual Orientation Programme. In this position I improved my design skills which I applied by designing the Orientation Guide given to first year students at the University. I also assisted with the redesign of the Orientation website, which can be viewed at https://orientation.mandela.ac.za
.
2018 - 2019 Sales Representative (Training Manager)
Succervia Direct Sales and Marketing
As a sales representative doing direct sales and marketing, I completed the key competencies required of this position such as:
Achieving daily results
Closing sales
Providing customer service
Efficient goal setting
Identifying target audience
Maximizing sales
This position taught me how to learn and retain product knowledge in order to sell a specific product i.e. store credit facilities. I got the chance to interact with customers of different stores which helped boost my confidence and improved the eloquence of my speech. I have a good understanding of the POPI act and learnt how to handle sensitive information with care while performing my duties with a smile and in a dignified manner.
Skills
•Photography and designing
•Programming (Intermediate in C++ and C#)
•Social Media Management
•Writing
•Power BI – I have a conceptual understanding about the programme. Rating = 7/10
•Microsoft Excel – Extremely proficient. Rating = 9/10
Interests
•Photography and writing
•Travel
•Reading
•Cinematography
•Knit Work
References available upon request
Contact this candidate